There is currently a list panel in the middle of Help Desk/Inbox that shows the name of the ticket, the name of the first contact on the ticket, the original date the ticket was created on, and a preview of the most recent email on the ticket. It would be great if these properties were customizable. Specifically, the name that appears. in most inboxing tools, the name would correlate with the most recent reply, but that is not the case here. This causes confusion around who is communicating in a case. When you are waiting on a reply from a specific contact and there are multiple contacts listed in the thread, it would be great to see that detail in the preview.
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